| PRC's success depends on our ability to
innovate our business systems through technology. Our software package is Ontario
Systems' FACS (Flexible Automated Collection System), which runs on a Hewlett-Packard
9000 L200 Computer. The FACS system is currently in use by over 200 agencies
and facilities, and is one of the most flexible software systems in the industry.
Customized and supported by our own MIS staff, our software provides our collectors
and clients with current and complete information, while permitting management
to consistently monitor and review work productivity, including "real time" monitoring.
Our system provides the collector with automated payer follow-up including
reminder and default letters, collector queuing, on-line notes, collection letters
generated after case by case review, payment history, on-line credit bureau access,
on-line skip trace information, remote client notes, management review, and many
other features, including:
- Automatic multiple account batching
- Customizable pre-collect programs
- Up to 900 user defined windows
- Customized management reports
- 999 different collection letters
- Automated call-back scheduling
- Account inquiry by name, client account number, address, phone number, or
social security number
- Cardless
From a management perspective, the system graphs productivity, monitors collection
by the time of day, provides a huge assortment of reports, permits legal follow-up,
case load distribution, and menu driven queue sorts and prioritization, along
with management review and intervention.
As the needs and demands of our clients change, FACS
Web will be a valuable tool enabling us to provide the level of support that we desire.
FACS Web provides our clients direct access to our system without any complicated set up
PRC has FACS Web, which is our secure, online, real-time access to your accounts. This
product helps you to communicate your needs and desires to us by allowing you to view your
information, statistics, make notes on accounts, report payments, place accounts, perform
audits and much more, all Real-Time. You can do all this from the comfort of your office.
Our system's "Tactics" feature enables management to set system
parameters by client , on how patient accounts will flow in the system.
PRC's "Tactics" system establishes how specific accounts (for
example determined by pay class, such as Medicaid or Medicare) will move from
one disposition to another, and sets the procedures and quality control checks
and balances by which those accounts will be worked. We have the capability to
monitor both collection calls and collection activity including client requests,
dollars promised, contacts, attempts, etc. Through "tactics" accounts that fall
within assigned criteria automatically receive management review.
We have tailored our system to meet the ongoing challenge of collecting all
stages of delinquent patient accounts through these difficult economic times,
and provide our medical clients with the ever-tightening controls needed to thrive
in a downturned credit economy.
PRC utilizes the very latest in cutting edge collection technology
PRC's focus on productivity is supported by some of the finest technology
available in the collection industry. Those technologies include PRC's predictive
dialing system , called "guaranteed contacts" (G.C.), is fully integrated and
on line with our collection software. Some of the exciting highlights of the
predictive dialer are:
- Inbound and outbound calls
- Unattended messaging
- Dramatically increased patient contacts
- Individual algorithms by calling campaign
- Multiple campaign capability
- Automated transfer to national data bases
- Silent monitoring by supervisors
- Complete answering machine, busy signal, and no-answer screening
- Real time statistics
- Automated data transfer (seamless interface)
- Formatted and ad hoc reporting
- Automated time and time zone recognition
With a manual or basic auto dialer system, collectors average
only 12 to 18 minutes of each hour talking to contacts. PRC's technology has
tripled our collectors' effectiveness by increasing "contact time" to 45 minutes
per hour.
PRC's predictive dialers increase our productivity by automatically handling
all mundane dialing tasks. Our system dials out on more lines than there are
workstations, automatically sorting each call outcome into appropriate queues.
Our system accomplishes this by passing only those calls that have been answered
by a "live voice" to our collectors. Busy signals and no-answers are automatically
placed in separate queues to be recalled on demand. Answering machines can be
retried later or passed to an operator who will leave a message. By connecting
our collectors to only those calls that have been answered, the predictive dialer
gives our collectors more time to produce results, by spending their time doing
what they do best: Talking to patients.
For example, a patient who is difficult to reach may require 30 to 40 attempts
to make a single contact. For an agency without a predictive dial system, contact
is highly unlikely. With "G.C." however, we can dial an account hundreds of times,
if necessary, to make contact. As a practical matter, after 30 or 40 unsuccessful
attempts, our system will default the account to a management queue, where it
will be reviewed and researched for a new contact number. Once a new number for
the patient is identified, the account will be re-downloaded into the system,
and our dialer will begin again.
Interactive Voice Response (IVR) systems offer patient flexibility and collection
productivity
PRC's IVR system has a dual application. Patients may establish payment arrangements
or check the status of their account interactively, without ever speaking to
a live collector. Of course, the option to default to a live collector is available
and will happen automatically under certain circumstances. Clients may access
the IVR system to check the status of individual accounts or obtain placement
and recovery statistics. Individual passwords are issued to clients to permit
access.
Voice Recording Technology ensures a complaint-free environment
All collection conversations, outgoing and incoming, are recorded. Since initiating
voice recording technology in 1995, complaint ratios have decreased significantly.
Both collectors and patients are aware the conversation is being recorded, thus
enhancing professionalism and civility.
Unattended Messaging provides even more contacts to PRC
This technology allows PRC to send out automated messages to your debtors.
This is helpful because we can make phone calls when our office hours are closed but still
within legal calling times. This automated message tells the debtor that they have a very
important business message and to please call our office during business hours to discuss.
No private health information or other information is giving so that if a third party hears
the message, they will not know that it is communication from a debt collector. Debtors can
also be directed to our IVR system so they can make payment arrangements 24 hours a day, 7
days a week.
Our SSI Billing Software allows us to be more efficient
and accurate in billing medical insurance claims
This software is for billing medical insurance claims electronically that
we have discovered during the collection process or to do a specific billing project. This
ensures our clients that we are using the correct data set to file claims as mandated by HIPAA.
Our approach to searching for debtors utilizes many
different Skip-Tracing tools
PRC utilizes multiple approaches to finding debtors. Among the tools
used are skip reports, credit reports, directory assistance, neighbor searches, NCOA scrubbing,
Accurint, and TransRecovery scoring and skip trace model. We have a dedicated team for
skip-tracing that does nothing but locate debtors.
Banko® allows us to identify banckrupties quickly to
ensure prevention of legal issues
PRC scrubs ALL accounts for bankruptcies before sending the first letter.
This helps us identify all debtors with bankruptcies on file and determine whether
a particular debt is covered in the bankruptcy filing. This process lessens the potential
for lawsuit due to attempting to collect debts from a debtor with a bankruptcy on file.
Medifax improves our ability to verify insurance information
This service is an online insurance verification service. This allows us to
go online and verify insurance information without having to pick up the phone and get
put on hold for long periods. This service is quick and easy and allows us to discover
potential third party money so you can recover your money, FASTER.
PRC maintains security on all data, including backup systems
in the event of system failure due to natural disaster or otherwise.
PRC has implemented several measures to insure the security of our clients'
data. All access to the computer system itself is protected by a multiple password
scheme. If you are connecting to the system from outside of PRC, a password is
required to get to the banner and normal user logon. PRC also uses a dual backup
methodology. All of our Direct Access Storage Devices (DASD) are redundant. We
maintain a complete backup of the live data. In addition, we do a complete backup
nightly, which are archived for 2 weeks. Weekly backup tapes are archived for
a month, and monthly tapes are archived for one year. Yearly tapes are archived
indefinitely.
Our software is supported 7 days a week, 24 hours a day by Ontario Systems.
They access our system via modem or on-site, to handle any software problems
or programming needs. We also have a systems manager on staff who has been with
us since 1980. Hewlett-Packard supports our hardware 24 hours a day, which guarantees
minimized downtime.
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